how to respond to online reviews
TRANSCRIPT
![Page 1: How to Respond to Online Reviews](https://reader034.vdocument.in/reader034/viewer/2022042610/589fe2e41a28abf3238b5351/html5/thumbnails/1.jpg)
@Revinate
Online Reputation How to manage your hotel’s reputation on TripAdvisor and other review sites
![Page 2: How to Respond to Online Reviews](https://reader034.vdocument.in/reader034/viewer/2022042610/589fe2e41a28abf3238b5351/html5/thumbnails/2.jpg)
@Revinate
Agenda
• Why online reputation management is critical• Best practices on how to respond to reviews• How to leverage feedback data to optimize
your hotel’s services and communications
Join the conversation!
@Revinate #HotelReviews
![Page 3: How to Respond to Online Reviews](https://reader034.vdocument.in/reader034/viewer/2022042610/589fe2e41a28abf3238b5351/html5/thumbnails/3.jpg)
@Revinate
Meet the Presenters
Carrie MurphyMarketing SpecialistRevinate
Alex CookOperations ManagerDictionary Hostel, London
![Page 4: How to Respond to Online Reviews](https://reader034.vdocument.in/reader034/viewer/2022042610/589fe2e41a28abf3238b5351/html5/thumbnails/4.jpg)
@Revinate
About Revinate
SaaS tech company based in San FranciscoOffices in Singapore, Sydney, Cape Town, Amsterdam and NYC
• Founded in 2009
• 120 employees
• Focused exclusively on hospitality
• 25,000+ hotels in 160 countries
![Page 5: How to Respond to Online Reviews](https://reader034.vdocument.in/reader034/viewer/2022042610/589fe2e41a28abf3238b5351/html5/thumbnails/5.jpg)
@Revinate
The New Hospitality Landscape Why online reputation management is critical
![Page 6: How to Respond to Online Reviews](https://reader034.vdocument.in/reader034/viewer/2022042610/589fe2e41a28abf3238b5351/html5/thumbnails/6.jpg)
@Revinate
Consumer Behavior Shift: Worldwide
93%of travelers worldwide say online reviews have an impact on their booking decisions.
51%of travelers have written an online review about the accommodation upon return from a trip.
Source: TripBarometer report 2012
![Page 7: How to Respond to Online Reviews](https://reader034.vdocument.in/reader034/viewer/2022042610/589fe2e41a28abf3238b5351/html5/thumbnails/7.jpg)
@Revinate
Online Reputation
There is a direct relationship between online ratings and revenue.
+14.2%
For every 1 point increase in rating:
ü Bookings increase by 14.2%
ü 11.2% increase in Average Daily Rate
Source: Cornell University “The Impact of Social Media on Lodging Performance”
![Page 8: How to Respond to Online Reviews](https://reader034.vdocument.in/reader034/viewer/2022042610/589fe2e41a28abf3238b5351/html5/thumbnails/8.jpg)
@Revinate
Online Reviews Influence Price
Guest reviews have a significant impact on hotel conversion rates as well as the rate that travelers are willing to pay.
Source: NYU, Sept 2014
3.9xGiven equal prices, travelers are 3.9 times more likely to choose a hotel with higher review scores
76%Of travelers are more likely to book a hotel with a higher score, even if it means paying a higher rate.
![Page 9: How to Respond to Online Reviews](https://reader034.vdocument.in/reader034/viewer/2022042610/589fe2e41a28abf3238b5351/html5/thumbnails/9.jpg)
@Revinate
Management Responses
![Page 10: How to Respond to Online Reviews](https://reader034.vdocument.in/reader034/viewer/2022042610/589fe2e41a28abf3238b5351/html5/thumbnails/10.jpg)
@Revinate
How to Respond Online Reviews and Social Media Posts
![Page 11: How to Respond to Online Reviews](https://reader034.vdocument.in/reader034/viewer/2022042610/589fe2e41a28abf3238b5351/html5/thumbnails/11.jpg)
@Revinate
Response Goals
• Minimize the damage negative comments
can do to your hotel’s reputation
• Recover service with unhappy guests
• Discover brand enthusiasts and turn them
into promoters
![Page 12: How to Respond to Online Reviews](https://reader034.vdocument.in/reader034/viewer/2022042610/589fe2e41a28abf3238b5351/html5/thumbnails/12.jpg)
@Revinate
Negative Reviews: Response Guidelines
ApologizeBe brief
Follow upInvite them back
![Page 13: How to Respond to Online Reviews](https://reader034.vdocument.in/reader034/viewer/2022042610/589fe2e41a28abf3238b5351/html5/thumbnails/13.jpg)
@Revinate
Mixed Reviews: Response Guidelines
The Positive Sandwich Method!
![Page 14: How to Respond to Online Reviews](https://reader034.vdocument.in/reader034/viewer/2022042610/589fe2e41a28abf3238b5351/html5/thumbnails/14.jpg)
@Revinate
Review Example
![Page 15: How to Respond to Online Reviews](https://reader034.vdocument.in/reader034/viewer/2022042610/589fe2e41a28abf3238b5351/html5/thumbnails/15.jpg)
@Revinate
Sample Response
![Page 16: How to Respond to Online Reviews](https://reader034.vdocument.in/reader034/viewer/2022042610/589fe2e41a28abf3238b5351/html5/thumbnails/16.jpg)
@Revinate
Positive Reviews: Response Guidelines
ThankPersonalizeThank again
Invite them back
![Page 17: How to Respond to Online Reviews](https://reader034.vdocument.in/reader034/viewer/2022042610/589fe2e41a28abf3238b5351/html5/thumbnails/17.jpg)
@Revinate
Suggested Response Rate
100%
100%
50%
50%
25%
![Page 18: How to Respond to Online Reviews](https://reader034.vdocument.in/reader034/viewer/2022042610/589fe2e41a28abf3238b5351/html5/thumbnails/18.jpg)
@Revinate
Leverage Your Data Use your feedback data to optimize your services and communications
![Page 19: How to Respond to Online Reviews](https://reader034.vdocument.in/reader034/viewer/2022042610/589fe2e41a28abf3238b5351/html5/thumbnails/19.jpg)
@Revinate
Reviews are Rich Data Sources
![Page 20: How to Respond to Online Reviews](https://reader034.vdocument.in/reader034/viewer/2022042610/589fe2e41a28abf3238b5351/html5/thumbnails/20.jpg)
@Revinate
Sentiment Analysis
![Page 21: How to Respond to Online Reviews](https://reader034.vdocument.in/reader034/viewer/2022042610/589fe2e41a28abf3238b5351/html5/thumbnails/21.jpg)
@Revinate
Make Smart Operational Changes
![Page 22: How to Respond to Online Reviews](https://reader034.vdocument.in/reader034/viewer/2022042610/589fe2e41a28abf3238b5351/html5/thumbnails/22.jpg)
@Revinate
Customer Spotlight: Las Suites
Average review score increased from 3.7 to 4.5
“The data in Revinate showed we had an issue with traffic noise. We invested in soundproof windows. Since then, our ratings have improved
and we have received no more complaints about traffic noise.”
Marco Gonzalez, Revenue Manager
Used Revinate’s data analysis to make smart improvements:
![Page 23: How to Respond to Online Reviews](https://reader034.vdocument.in/reader034/viewer/2022042610/589fe2e41a28abf3238b5351/html5/thumbnails/23.jpg)
@Revinate
The Dictionary Hostel
4x increase in review volume
#254 to #66 on TripAdvisor 3.3 to 4.5 average rating
“With Revinate, we get feedback from more websites and better analysis on all of our data, with much less time commitment on our part.”
Alex Cook, Operations Manager
![Page 24: How to Respond to Online Reviews](https://reader034.vdocument.in/reader034/viewer/2022042610/589fe2e41a28abf3238b5351/html5/thumbnails/24.jpg)
@Revinate
Paying Attention to Guest Feedback Drives Results
3.85
3.9
3.95
4.0
4.05
4.1
4.15
Revinate Clients Non-Clients
![Page 25: How to Respond to Online Reviews](https://reader034.vdocument.in/reader034/viewer/2022042610/589fe2e41a28abf3238b5351/html5/thumbnails/25.jpg)
@Revinate
Hotels access feedback
Hotels identify ways to improve
Makeoperational
improvements
Guests write more positive
reviews
New potential guests see
reviews
Paying Attention to Guest Feedback Drives Results
![Page 26: How to Respond to Online Reviews](https://reader034.vdocument.in/reader034/viewer/2022042610/589fe2e41a28abf3238b5351/html5/thumbnails/26.jpg)
@Revinate
Next Steps
1. Monitor your online reputation and social media
2. Respond to reviews
3. Collect and analyze your data
4. Adapt and improve